What payment methods are offered?
We offer you a variety of secure payment methods: PayPal, Klarna, credit card, Apple Pay, Google Pay, Bancontact, EPS and Shop Pay.
Where can I find my invoice?
We will automatically send you your invoice by email after your purchase. You can also conveniently view and download it at any time in your customer account.
My voucher code isn't working – what can I do?
Please check if the code is still valid or if a minimum order value is required. If you continue to experience problems, simply contact our support team via chat or email.
Why was my payment rejected?
This is often due to typos or expired cards. Please check your entries or try a different payment method such as PayPal or Shop Pay.
Is my payment with Klarna due immediately?
This depends on your chosen Klarna option (e.g., invoice or instant bank transfer). When purchasing on account, you usually have 14 or 30 days to pay.
Is my data secure during payment?
Absolutely. We use modern SSL encryption and only work with verified payment providers like PayPal and Klarna to protect your data.
When will my payment be debited?
The timing varies depending on the payment method: With credit card and PayPal, the amount is usually reserved directly upon order completion and debited after shipping. For advance payment/bank transfer, we only ship after payment has been received.
Can I change my payment method after placing an order?
Unfortunately, it is not possible to change the payment method afterwards. Please contact us immediately after placing your order via our contact form – we will then check whether a cancellation and re-order is possible.
How long does a bank transfer/prepayment take?
Bank transfers generally take 1–3 business days. Once your payment is received, you will get a confirmation, and your order will be processed immediately.
How do I get my money back when returning an item?
Once your return has been received and inspected, we will refund the amount to your original payment method within 5–10 business days. You will receive a confirmation email once the refund has been initiated.
To which account will the refund be credited?
Refunds are always issued to the payment method you used for the original order – for example, your credit card, PayPal account, or bank account for advance payments.
What happens if I don't pay a Klarna installment?
Klarna will send you a reminder if your payment is overdue. In the event of repeated non-payment, dunning fees may apply, and the case will be handed over to a debt collection agency. We recommend contacting Klarna directly if you have payment difficulties.
Can I pay off my Klarna installment purchase early?
Yes, you can pay off your Klarna installment purchase early at any time and free of charge via the Klarna app or the Klarna customer portal. There are no early repayment fees.
Why is my credit card declined even though I have sufficient funds?
Possible causes include: an active 3D-Secure process requiring additional confirmation, a daily limit set by your bank, or a country block for online transactions. Please contact your bank or try an alternative payment method.
Do you save my payment information?
No. We do not store any payment data such as credit card numbers or account details. All payments are processed securely via certified payment service providers that comply with the highest security standards (PCI-DSS).
Can I also order and pay from abroad?
Yes, international orders are generally possible. Available payment methods may vary depending on the delivery country. All prices are displayed in your local currency.
Are foreign currencies accepted?
Yes, prices are displayed in your local currency. Billing is automatically done in your country's respective currency. If your bank charges additional fees for international transactions, these are beyond our control.
Why am I not offered purchase on account?
Invoice purchasing is not always available. Possible reasons include: a negative credit check, a first-time order, a delivery address outside of Germany, or an order value that is too high. In these cases, other payment methods are available to you.
By when do I have to pay the invoice?
The payment period is 14 days from the invoice date. In case of late payment, we reserve the right to charge late fees. Please contact us promptly if you have difficulties with the payment.
What is PayPal Pay Later?
With PayPal "Pay Later," you can pay for your purchase in monthly installments. The terms and conditions will be displayed directly by PayPal during the checkout process. A verified PayPal account is required.
My PayPal payment failed - what now?
Possible reasons include reaching an account limit, a missing verification of your PayPal account, or insufficient funds. Please check your PayPal account or choose an alternative payment method. For further issues, please contact PayPal customer service.
What are the requirements for Apple Pay / Google Pay?
For Apple Pay, you need an Apple device with Safari and a card stored in the Wallet app. For Google Pay, you need an Android device or Chrome browser with a card saved in your Google account. Cookies must be enabled in your browser.
Is Apple Pay / Google Pay secure?
Yes. Both services use tokenization – your actual card details are never transmitted to us. Instead, a unique, encrypted code is generated for each transaction. This meets the highest security standards.
The payment page is not loading – what can I do?
Please try the following: clear your browser cache and cookies, use a different browser or device, and ensure that cookies and JavaScript are enabled. If the problem persists, please contact us directly.
I've received a payment confirmation but no order confirmation – what should I do?
Please check your spam/junk folder first. If you cannot find the order confirmation there, please contact us with your payment confirmation – we will clarify the status of your order immediately.
